Customer Success

Prosper Healthcare Lending is a patient financing marketplace company headquartered in Salt Lake City, Utah at the heart of the “Silicon Slopes”. They sit at the intersection of the healthcare, technology, and financial services markets and are using technology to bring innovative financial services solutions to a massive healthcare problem. Their patient financing platform allows healthcare providers nationwide to help Make Healthcare Affordable™ for patients every day by referring patients with good credit to affordable installment loans offered through Prosper Healthcare Lending. Prosper is a subsidiary of Prosper Marketplace, America’s first peer-to-peer lending marketplace, with more than 2 million members and over $6,000,000,000 in funded loans.

As a patient lending platform, they connect healthcare providers (e.g. large hospital systems) and their patients to lenders. Healthcare providers complete forms on Prosper's website to refer their patients and complete loan requests. When these leads comes in, account data and loan request data gets entered into Salesforce automatically. To provide access to loan request status details, they implemented a Salesforce1 Customer Community. To provide access to real-time & relevant aggregated loan request status information, they needed to somehow rollup multiple loan requests for each provider and provide healthcare providers and their account managers with a summary of activity on the account page. The account page was viewable in the Customer Portal by users of the healthcare provider.

Challenge: Initially, Prosper was using Salesforce reports to get this information. The challenge with this approach was that the reports were too time consuming to generate. Multiple steps had to be carried out by the users to update information before the reports could reflect accurate date. They considered writing custom apex code to do batch updates of this information, but it was never in real-time. Having a real-time process was needed so that accounts managers and their customers didn't have to wait to analyze this information.

To provide real-time loan request status and summary information to the account management team and our customers, they created rollups in Rollup Helper for each of our loan metrics. Rollup Helper was the only solution which allowed them to do this in real-time.

Solution:

A Loan request child record tied to a parent HealthCare provider account was entered from our website.

One of our rollups was the count of open loan requests. When the count of open loan requests was > 0, we sent workflow email notifications out to the lenders for them to help with the pre-approval process.

One of their other rollups was to check any loan requests had been pre-approved. This cause another workflow email notification to go out to the Healthcare provider.

They implemented several other meaningful workflow-based email notifications tied to the Healthcare provider account lifecycle (e.g. First Loan Funded).

Without Rollup Helper, none of these workflows would have been achievable as the data would not have been available in real-time.

Results: Ultimately,Rollup Helper dramatically improved customer engagement & has positively impacted their sales process as they can now acquire and communicate more information in real-time than ever before. Account manager users and customer portal (Salesforce1 Community) users can easily login and see in real-time what is going on with funding and what pending loan requests exist. What used to take each account manager 30 minutes - 45 minutes to generate, now takes seconds. Prosper can now rollup information in real-time for 500 providers. Additionally, even more time has been saved as they have implemented rollups used for their monthly account statements.